Business Analyst Resume Profile

SUMMARY:

Telecommunications system administrator who develops and supports Avaya Enterprise Contact Centers.
Support solutions surrounding technologies and services including VOIP,PBX,ACD,IVR,LAN/WAN and business applications.
Work closely with telephony, network, server, and application software and staff to ensure seamless and reliable operations.

PROFESSIONAL SUMMARY:

Confidential

Network Support Specialist

Supporting company-wide Windows XP/Winddows 7 migration project for 1200 end users
Providing installation and support for network upgrade including troubleshooting using network tools Active Directory, Altiris, Fileserver Pro.

Confidential

Network Support Specialist

Providing support for IT-related concerns supporting/troubleshooting technologies such as: Windows 7, Windows XP, Windows Server 2008, Active Directory, DNS, DHCP, Spam/Virus Protection, networking
Coordinating Windows XP/Winddows 7 migration project implementing Citrix Receiver for Windows 3.4

Confidential

Field Systems Technician part time

Installation and maintenance of voice and data network systems MS Server 2003/2008/Windows XP/Windows 7 workstations for fifteen tax offices in Maine. On call system troubleshooting including:
Migrate all server hardware/software to HP 8300/MS Server 2008 from Dell 780/MS Server 2003
Migrate all pcs to Windows 7 from Windows XP with PIE and TOAST imaging
WAN/LAN management for cable or DSL modem/router configuration, 24-port network gigabit switches
Lucent Partner/Nortel Norstar ICS phone system support

Confidential

Voice Operations Consultant

Tier 3 support engineer for large bank consolidation project. Avaya CM platform management specializing in Witness calls recording administration, Avaya Communication Manager 5.2.1, Integrated Management AES and remote agent administration.

Confidential

Business Analyst

Team analyst on business architecture project for State Farm Insurance. Migration planning for moving call center sites from Avaya to Cisco ICM/UCCE enterprise platform.

Confidential

Voice Consultant

Voice recording database administration database compilation project matching customer records with voice recording files.

Confidential

Voice Consultant

Avaya platform administration and trouble ticket support for global law firm with 12 domestic and international sites.
Implementation for migration to Avaya Aura Communication Manager 5.2.1 platform at 11 Times Square/2 Penn Plaza locations.
Configuration including SIP, Avaya 9600 Series IP phones, Modular Messaging, Avaya Aura Conferencing.

Confidential

Avaya Voice Consultant

Provided multi-site call center tier 2/3 support and administration for Horizon Blue Cross Blue Shield in Newark,
Consolidated voice systems infrastructure built on Avaya Communication Manager 5.2.1 and Avaya Integrated
Management AIM .
Call center architecture included CTI/AES applications, CMS/CentreVu/Nice Analyzer reporting, IP Agent/Softphone, Nice/Witness call recording/Quality Monitoring, Avaya Meeting Exchange.
Lead in-house consultant for migration from NiceCLS/Nicelog 7.7 to Impact 360/Witness/Quality Monitoring multi-site enterprise call recording environment for 1200 agents and over 200 users.
Supplied end-user start-up training/training materials for implementation phase of Witness project.
Provided Avaya IP Agent administration and support for company remote workforce.

Confidential

New York, NY Voice Engineer

Designed key voice technology solutions for the global engineering division of an international investment company.
Implementation and management of voice communications systems Avaya Communication Manager 3.x for mutual fund division with specialization in call center configuration involving computer telephony integration CTI , automatic call distribution ACD , integrated voice response IVR voice recording and business continuity planning.
Managed Avaya PBXs, CMS, and Intuity voicemail systems including all vector programming and documentation
Project managed vender selection and installation of Voice Print recording solution at Neuberger Berman and Nice recording solution at Mumbai, India site for Lehman Brothers.
Established CTI-enabled voice recording by selecting VoicePrint recording solution to replace Dictaphone logger.
Implemented integration of Aspect CTI platform on Avaya G3r platform for Neuberger Berman mutual fund call center to enable agent screen pop and rule based routing.

Confidential

Voice Communications Director

Managed all aspects of voice communications for New York's largest weekly newspaper including marketing for revenue generating 2 million/year interactive voice applications.
Responsibilities included negotiation of long distance, 800/900 service contracts, programming and maintenance of Nortel PBX options 61/11, voice mail, call center administration/reporting, call accounting, and staff of three.
Installed Nortel PBX option 11 for Long Island Voice startup.

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